Booking, cancellation and refund
What you are buying
The Capacity Assessment is a single appointment at a stated time and place. The fee is payable when you book and the appointment is held for you from that moment.
Moving or cancelling with more than seven clear days' notice
If you tell us more than seven clear days before your appointment, you may move it to another date at no charge, or cancel it and have your fee refunded in full. Email info@optimisedmale.co.uk. You do not need to give a reason.
Inside seven clear days
If you cancel within seven clear days of your appointment the fee is not refunded. The time and the equipment were held for you and cannot be filled at that notice. You may instead move your appointment once, to another date within the following three months, at no extra charge, provided you tell us before your appointment time.
If you do not attend
If you do not attend and have not told us, the fee is forfeited. We may offer you another date, but we are not obliged to and it is at our discretion.
If we move or cancel
If we cancel or move your appointment for any reason, you choose: another date, or a full refund.
Your legal right to cancel
If you booked online, by telephone or otherwise without meeting us, you have a right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within fourteen days of booking and receive a refund. This right applies even if your appointment falls inside the seven day window above, and nothing in this policy removes it. When you book you are asked to confirm that you want your appointment to go ahead within those fourteen days and that you understand you lose the right to cancel once the assessment has been carried out. If you cancel before the assessment has been carried out you get your fee back in full. To cancel, email info@optimisedmale.co.uk, or write to us at the address below, saying clearly that you wish to cancel. You may use the form at the end of this policy but you do not have to.
If you withdraw your consent to us recording health information
The assessment records health information about you and we rely on your explicit consent to do so. If you withdraw that consent, or decline to give it on the day, before your report has been issued, we refund your fee in full. This applies whatever the rest of this policy says about notice periods. It is set out in our privacy notice and on the consent form you sign.
If you go on to work with us
If you begin an engagement with us within fourteen days of your assessment, the assessment fee is credited in full against it.
Coaching and Performance Management retainers
Coaching runs for an initial period of three calendar months from your start date. After that it continues month to month until you end it. To end it, give us one calendar month's notice in writing to info@optimisedmale.co.uk. Notice given during the initial three months takes effect at the end of that three month period, so three months means three months. After the initial period, notice takes effect one calendar month from the date we receive it. Once a month has begun its fee is not refundable, whether or not you use the sessions in it. If we end the arrangement, we will refund any part of a month you have paid for and not received.
How refunds are made
Refunds go back to the card or account you paid from. We aim to do it within five working days, and where you are exercising your legal right to cancel we will always do it within fourteen days of you telling us.
Questions and complaints
info@optimisedmale.co.uk, or Optimised Male Ltd, White House, Main Road, Little Glemham, Suffolk IP13 0BA.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract.
To: Optimised Male Ltd, White House, Main Road, Little Glemham, Suffolk IP13 0BA, info@optimisedmale.co.uk
I hereby give notice that I cancel my contract for the supply of the following service:
- Ordered on / received on:
- Name of consumer:
- Address of consumer:
- Signature of consumer (only if this form is notified on paper):
- Date: